Reservations Agent - Riyadh, المملكة العربية السعودية - Cool Inc

وصف

Role Purpose

Operate the restaurant booking system while providing seamless experience to guests via verbal, virtual and digital interactions, maximizing covers by delivering an excellent and efficient customer service, ensuring that every detail of a customer's reservation has been accurately recorded following the established Company policy.

Accountabilities

• Answer and respond to reservation inquiries in a timely manner via different source channels.
• Ensure a satisfactory guest experience prior to guest arrival and post departure.
• Maintain relationship with the restaurants' guests to ensure their satisfaction and retention.
• Execute smooth running of the booking system for the guests and ensuring optimization in seating allocations.
• Maximize revenue by converting enquiries, recognizing business prospects, and taking every opportunity to upsell, without compromising the operations.
• Have full grasp and complete fluency in each venue's facts and offerings to anticipate and properly communicate such knowledge to guests.
• Support Guest Relations Supervisors/Managers to ensure seamless interactions internally and externally.
• Be clear, accurate and concise when communicating with both internal and external relevant parties.
• Receive and process guest payments to secure bookings and perform related refunds when necessary.
• Submit booking reports and analysis reflecting historical data as well as future forecast to assist the team in strategic planning.
• Receive guest complaints and direct them internally to the concerned departments while ensuring a proper closure is delivered to the guest.
• Ensure work area is always kept clean and tidy.
• Observe the Company's rules and procedures and carry out any additional duties requested by management that may happen from time to time.

Reporting

• Send the bookings report each morning for the day to the managers and chefs outlining the VIP's, set menus or any other important information required.
• Complete the daily reports and fill in the information in the logbook.

Guest Experience

• Have an in-depth knowledge and understanding of the business operation and all brands including all food and drink menus to ensure that you can respond to customer enquiries.

Communication

• To ensure a thorough and proper handover between the Reservations Staff according to the shift pattern
• Timely and effective communication of all complaints or comments to the Manager or Senior on duty
• To be proactive in ensuring that the information given to customers is accurate and appropriate about the restaurant.
• Stimulate change, challenge assumption and ways of working to move the business forward.
• Develop a positive and direct relationship with all colleagues and be always a team player.
• Foster a culture of flexibility by responding quickly and positively to changing requirements whether within the department or outside to meet business demands and guest service needs.

Education

• University degree is beneficial but not delimited.

Experience

• At least 1 years of operation in a similar position
• Customer service, guest experience
• High end restaurant groups
• Seven Rooms booking system.